Technical Support Policies and Procedures

Guidelines for interacting with MicroStrategy Technical Support




1 ENGAGING TECHNICAL SUPPORT RESOURCES ....................................................................... 1
1.1 SUPPORT LIAISONS ...................................................................................................................... 1
1.2 SOFTWARE DEVELOPMENT KIT NAMED USER ............................................................................ 2
1.3 RESOURCE CENTER ACCOUNTS ................................................................................................... 2

2 ONLINE CUSTOMER RESOURCES ........................................................................................... 2
2.1 ACCESS LEVELS ............................................................................................................................ 2
2.2 MICROSTRATEGY TECHNICAL SUPPORT SITE ............................................................................. 2
2.2.1 MicroStrategy Online Support Interface ................................................................................... 3
2.2.2 MicroStrategy Knowledge Base ............................................................................................... 3
2.2.3 MicroStrategy Developer Zone ................................................................................................. 3
2.2.4 Product Documentation ........................................................................................................... 3
2.2.5 My Folder .3
2.3 MICROSTRATEGY DOWNLOAD SITE ............................................................................................ 3
2.4 MICROSTRATEGY DISCUSSION FORUM ...................................................................................... 4

3 TECHNICAL SUPPORT CASES ................................................................................................. 4
3.1 PRIOR TO LOGGING A CASE .......................................................................................................... 4
3.2 LOGGING A CASE .......................................................................................................................... 4
3.2.1 Customer System Impact ......................................................................................................... 5
3.3 PRIORITIZATION OF CASES .......................................................................................................... 5
3.3.1 Customer Involvement in Case Response .................................................................................. 6
3.3.2 Provisional Software Code ....................................................................................................... 6
3.4 PROBLEM IDENTIFICATION .......................................................................................................... 6
3.5 ISSUES THAT REQUIRE CODE CHANGES ....................................................................................... 7
3.6 PROVIDING DATA TO MICROSTRATEGY TECHNICAL SUPPORT ................................................... 7
3.7 MICROSTRATEGY HEALTH CENTER .... 7

4 PRODUCT UPDATES .............................................................................................................. 8
4.1 RELEASE TYPES ............................................................................................................................ 8
4.1.1 Major Release .......................................................................................................................... 8
4.1.2 Minor Release .......................................................................................................................... 8
4.1.3 Service Pack ............................................................................................................................ 8
4.1.4 Hotfix ...................................................................................................................................... 8
4.1.5 Patches ................................................................................................................................... 8
4.2 REQUESTING A PATCH ................................................................................................................. 8
4.3 SUPPORT EXPIRATION AND PRODUCT LIFE CYCLES ................................................................... 9

5 OTHER POLICIES .................................................................................................................... 9
5.1 RENEWAL OF TECHNICAL SUPPORT SERVICES ........................................................................... 9
5.2 CUSTOMERS WITH PAST DUE INVOICES ...................................................................................... 9
5.3 PHYSICAL DELIVERY OF PRODUCT MANUALS AND CDS ............................................................. 9


6 LIMITATIONS OF SUPPORT .................................................................................................... 9
6.1 ON-SITE SERVICES ........................................................................................................................ 9
6.2 SUPPORT FOR MICROSTRATEGY WEB CUSTOMIZATIONS AND THE MICROSTRATEGY
SOFTWARE DEVELOPMENT KIT ........................................................................................................ 9
6.3 THIRD PARTY SOFTWARE ............................................................................................................ 10
6.4 LICENSING AND COMPLIANCE CASES .............................................................................................. 10

7 CLOUD SUPPORT ................................................................................................................. 11

7.1 SUPPORT LIAISONS ..11

7.2 LOGGING A CLOUD SUPPORT CASE .11

7.3 TYPE OF CLOUD SUPPORT CASES .11
7.4 PRIORITIES AND RESPONSE GUIDELINES .11
7.5 CLOUD SUPPPORT LEVELS12

7.5.1 CLOUD STANDARD SUPPORT .12

7.5.2 CLOUD PLUS 12

7.5.3 CLOUD COMPLETE ...12

7.5.4 COMPARISON OF CLOUD OFFERINGS 13

8 SUPPORT FOR RESTRICTED CUSTOMERS ............................................................................. 14

9 CONTACT INFORMATION FOR TECHNICAL SUPPORT ........................................................... 15

10 CONTACT INFORMATION FOR MAINTENANCE RENEWAL ................................................... 16

APPENDIX .............................................................................................................................. 17
A. TECHNICAL SUPPORT LEVELS AND FEATURES ........................................................................... 17
A.1 Standard Support ..................................................................................................................... 17
A.2 Extended Support ..................................................................................................................... 17
A.3 Priority Support ........................................................................................................................ 17
A.4 Dedicated Support .................................................................................................................... 17
A.5 Elite Support ............................................................................................................................ 18
B. COMPARISON OF OFFERINGS ...................................................................................................... 18

TECHNICAL SUPPORT POLICIES AND PROCEDURES

The MicroStrategy Technology Services team looks forward to working with you. Detailed below are the policies and
procedures, which are meant to provide a framework for an effective and productive relationship with our customers. The
policy is subject to change at MicroStrategy's sole discretion. Notice of substantial changes to policies and procedures shall be
posted to MicroStrategy's website (http://www.microstrategy.com/Support/Policies.asp) on or about the time such changes
are made effective.
For customers, partners, and distributors (the Customer) who purchase Technical Support Services for software products
licensed from MicroStrategy (the Products), MicroStrategy makes available Technical Support Services. Technical Support
Services include answering questions over the telephone or via email with regard to the operation of the software and
troubleshooting, online support, and updates. Only Customers with an active subscription to Technical Support Services may
receive Technical Support Services.

Note: The Technical Support Services outlined in this document describe MicroStrategys Standard Support offering.
MicroStrategy also offers Premium Support Services, which are further defined in the Appendix of this document.

1 ENGAGING TECHNICAL SUPPORT RESOURCES

To engage technical support resources via phone, email, or online support, an individual must be a Support Liaison. If an
individual seeking support is not a Support Liaison, he/she may access MicroStrategys Online Customer Resources by
obtaining an Internet account. Accounts may be obtained through the Support Liaisons, as outlined below. Software
Development Kit Named Users have additional access to the MicroStrategy Developer Zone.

1.1 SUPPORT LIAISONS
MicroStrategy Technical Support can work more effectively with your organization by collaborating with a regular set of
contacts, identified as Support Liaisons. A Support Liaison is an individual, with an assigned email and phone number,
whom the Customer has designated in their license or maintenance agreement as a point-of-contact with MicroStrategys
support personnel. Technical Support Services may only be obtained by Support Liaisons. The Support Liaisons are expected
to maintain technical ownership of all issues escalated into MicroStrategy Technical Support and as such, all case related
communications is conducted with these named individuals. Your support agreement with MicroStrategy provides for a set
number of support liaisons that are authorized to contact MicroStrategy Technical Support. Additional Support Liaisons can
be acquired through the Customers account management team if needed. Customers may request to change their Support
Liaisons six times per year. It is the customers responsibility to advise MicroStrategy Technical Support if there are any
existing support cases that should be transferred when a Support Liaison is changed. Otherwise, any open or logged cases
that were initiated by a contact that is removed as a support liaison may be closed. Please note that the designated Support
Liaisons will be automatically registered to receive important technical support announcements via email. Finally, Support
Liaisons are encouraged to leverage the online self-service support site to update and check the status of their cases, so that
the assigned Support engineer is alerted straight away, thereby improving general response and resolution time.

During the course of troubleshooting and researching issues, MicroStrategy Technical Support personnel may make
recommendations that require administrative privileges on the MicroStrategy projects or that assume that the designated
Support Liaison has a security level that permits them to fully manipulate the MicroStrategy projects and has access to
potentially sensitive project data, such as security filter definitions. Although not a requirement, we recommend that
Customers designate Support Liaisons who have permissions to be MicroStrategy project administrators. This eliminates
security conflicts and improves case resolution time. It is the Customers responsibility to notify MicroStrategy if the Support
Liaisons employment is terminated so that their access to technical support may be terminated.

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1.2 SOFTWARE DEVELOPMENT KIT NAMED USER

For releases prior to 9.3.0, a Software Development Kit (SDK) Named User is a person for whom the Customer has
purchased a Software Development Kit Named User License. Access to the MicroStrategy Developer Zone (MSDZ) is limited
to SDK Named Users.
For release 9.3.0 and later, all the SDK is part of all licenses. All users may request access to the MSDZ.
An SDK Named User, however, is not entitled to the same access as a Support Liaison unless that SDK Named User is also
designated as a Support Liaison.

1.3 RESOURCE CENTER ACCOUNTS
Only Customers with an active subscription to Technical Support Services may access Online Customer Resources. All Online
Customer Resources must be accessed using a MicroStrategy Resource Center account. Customer contacts may register
directly on the MicroStrategy Resource center website (https://resource.microstrategy.com/) to obtain a Resource Center
account. Alternatively, customer contacts may contact their organizations Support Liaison or MicroStrategy Technical
Support directly and provide the name of their referring Support Liaison.to request a Resource Center account. It is the
Customers responsibility to notify MicroStrategy of any accounts that should be terminated.

2 ONLINE CUSTOMER RESOURCES

Online Customer Resources are all available online 24 hours a day, 7 days a week. These resources include the MicroStrategy
Support Site, Download Site, and Discussion Forum. Customers are encouraged to take advantage of these resources to
research problems on their MicroStrategy system prior to logging a case. To access Online Customer Resources, Customers
must obtain a Resource Center account. Online Customer Resources can be accessed using most web browsers.

2.1 ACCESS LEVELS
The following table outlines who has access to which Online Customer Resources:

RESOURCE

SUPPORT LIAISON

SDK NAMED USER**

OTHER USERS

Online Case Logging Interface

Knowledge Base

As Requested

Download Site

As Requested

Discussion Forum

MicroStrategy Developer Zone

As Requested

*Note: The Customer may designate an SDK Named User as a Support Liaison, which will give them access to all online
resources.
** Please refer to 1.2 for the definition of an SDK Named User.

2.2 MICROSTRATEGY TECHNICAL SUPPORT SITE
The Technical Support Site is a centralized location to log cases, check the status of existing cases, access product
documentation, and search the Knowledge Base. It is located at https://resource.microstrategy.com/Support.

The Technical Support Site consists of:
Online Case Logging Interface
Knowledge Base
MicroStrategy Developer Zone
Product Documentation
My Folder

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Because this site identifies users by login, each Customer is presented with personalized information. The security of
Customer information is important to us, so the utmost care is taken to ensure that no Customer will be able to access another
Customer's information.

2.2.1 MicroStrategy Online Case Logging Interface
The Online Case Logging Interface (OCLI) is the mechanism by which the Support Liaison can log new cases with Technical
Support or check the status of existing cases online. The OCLI is located at https://resource.microstrategy.com/Support.

2.2.2 MicroStrategy Knowledge Base
The Knowledge Base is a repository of technical documentation aimed at providing 24-hours-a-day, seven-days-a-week online
technical support. The Knowledge Base is located at https://resource.microstrategy.com/Support.

The Knowledge Base consists of:
Troubleshooting documents
Usage Instructions
Known Issue descriptions
White Papers
Frequently Asked Questions (FAQs)
Latest Release Information Readmes, Release Notes

2.2.3 MicroStrategy Developer Zone
The MicroStrategy Developer Zone (MSDZ) allows SDK Users to obtain up-to-date versions of the MicroStrategy Developer
Library (MSDL). The MSDL describes the architecture and object models and contains code samples that are useful for
building a customized solution.

2.2.4 Product Documentation
The product documentation provided on the Technical Support Site is the same documentation that is included with the
MicroStrategy Product Suite. It can be downloaded from the Technical Support Site in PDF format. Product documentation is
grouped by version and also by language.

2.2.5 My Folder. This folder is where Customer contacts can upload company information. Each Customer has its own folder.
These folders are private and may only be accessed by specified MicroStrategy employees, such as Technical Support
Engineers, Consultants, etc., and specified contacts for each Customer. Files older than two weeks are automatically purged
from this folder.


2.3 MICROSTRATEGY DOWNLOAD SITE
The MicroStrategy Download Site is the online repository for all MicroStrategy products. It can be accessed through the
Related Websites section of the support site or directly at https://software.microstrategy.com/Download/. Customer
contacts with access to the site can choose from the following sections to access desired information:

Home. This section will contain direct links to download the latest MicroStrategy Products as well as a search interface to
access older releases to which the customer has access.

Test Builds. This section will only be available when a test build of an upcoming Hot Fix is available and will only be visible to
customers who have a Technical Support case that is fixed in that test build release.

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Beta. This section will only be available to customers that are signed up to be Beta Evaluators or Beta Partners when a Beta
Software release is available. Additional information regarding Beta Programs can be found on the MicroStrategy Beta
Programs website (http://www.microstrategy.com/services-support/support/beta/).

2.4 MICROSTRATEGY DISCUSSION FORUM
The MicroStrategy Discussion Forum is a website where users can participate in open discussions, share implementation
experiences, and exchange information such as best practices and troubleshooting tips. Through this medium, users can ask
questions to the community or share their technical know-how by responding to messages posted by other users. The forums
can be accessed through https://resource.microstrategy.com/Forum.

3 TECHNICAL SUPPORT CASES

When a Customer has an issue they cannot solve on their own or by using any of the Customer resources provided, the
Customers Support Liaison may contact MicroStrategy Technical Support to log a case for their issue. Contact information
for MicroStrategy Technical Support is provided in the Contact Information for Technical Support section of this document.

3.1 PRIOR TO LOGGING A CASE
Before logging a case with MicroStrategy Technical Support, the Support Liaison should follow the steps below:
Verify that the issue is with MicroStrategy software and not a third party software.
Verify that the system is using a currently supported version of MicroStrategy software.
Attempt to reproduce the issue and determine if it occurs consistently.
Minimize the complexity of the system or project object definition to isolate the cause.
Determine if the issue occurs on a local machine or on multiple machines in the Customer environment.
Search the MicroStrategy Knowledge Base (https://resource.microstrategy.com/Support/) for information regarding the issue.

The Support Liaison may also want to discuss the issue with other users by posting a question about the issue on the
MicroStrategy Discussion Forums (https://resource.microstrategy.com/Forum)

3.2 LOGGING A CASE

To log a case, Support Liaisons may contact MicroStrategy Technical Support via email, telephone, or the Online Case Logging
Interface. Only Support Liaisons can log cases with MicroStrategy Technical Support. Upon logging a case, the Support
Liaison receives a case identification number for future reference.

When logging a case, be prepared to provide the following information:
Personal Information
Name
Company and customer site (if different from own company)
Contact information (phone and fax numbers, e-mail address)
Case Details
Configuration information, including MicroStrategy software product(s), version(s), and DSI in which the Products are installed
Full description of the case containing symptoms, error message(s), steps taken to troubleshoot the case thus far
Log files or other supporting data
Customer system impact

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3.2.1 Customer System Impact

In order to better understand the impact of the Customers issue, assistance in drawing together a business case for the issue
may be required. The business case describes the effect of the issue on the Customers environment from a non-technical
standpoint. It allows MicroStrategy Technical Support Engineers to understand how the case hinders the Customers ability to
deploy a successful MicroStrategy solution.

A business case can include, but is not limited to:
Economic and financial implications of the issue
The scope of the issues impact across reports, users, projects, servers, services, etc.
Executive level visibility
Potential impact to key deployment dates

3.3 PRIORITIZATION OF CASES
MicroStrategy assigns priority levels to cases to allow Technical Support to maximize service levels for each Customer.
Depending on technical and business needs, MicroStrategy works with each Support Liaison to set the correct priority level for
each case.
MicroStrategy recognizes that the Customers business and technical priorities may evolve over time. If the Support Liaison
feels that the priority of the case should change, the Technical Support Engineer is available to reprioritize the case.

MicroStrategy reserves the right to:
Make the final determination on the priority level of a case.
Downgrade the priority of a case and notify the Support Liaison of this action if the Support Liaison fails to communicate with
MicroStrategy Technical Support in a timely manner.

MicroStrategy shall make reasonable commercial efforts to comply with the following guidelines when involved in problem
resolution:

PRIORITY
LEVEL

DEFINITION
A production system is down

PRIORITY LEVEL

INITIAL

STATUS

EXAMPLES

RESPONSE TIME

UPDATES

Production MicroStrategy
Intelligence Server is

< 2 Hours

unavailable.

A feature of a production system is

Reports are not cached in

seriously affected. System

the production system.

development is halted and there is

< 2 Hours

a severe impact on the Customers

As status changes
or daily

As status changes
or daily

ability to continue development.

A functional production or

Prompted reports do not

development system is impacted.

work in the development

It is feasible to continue

system.

< 4 Hours

As status changes
or every 3 days

production/development.

Customer has a question on usage,

How are the report cache

defect, enhancement,

and history list

configuration, or software conflict

synchronized?

that impacts the system but not

critically.

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< 6 Hours

As status changes


Premium Support Customer cases take precedence over Standard Support Customer cases of the same priority. Additional
information on each level of support is provided in the Appendix of this document.

3.3.1 Customer Involvement in Case Response
Customers logging priority level one and priority level two cases must be available to work full-time throughout the resolution
process with MicroStrategy Technical Support to resolve the issue. The Customer must be willing to involve the level of staff
needed to resolve the issue effectively and be available to assist MicroStrategy Technical Support with tasks such as testing,
sending appropriate information, implementing suggestions, etc. Resolution may be delayed if information is not provided in
a timely manner.

3.3.2 Provisional Software Code
From time to time, MicroStrategy may provide to Customer certain software code, which is not generally available to all
licensees of MicroStrategy (Provisional Code). Provisional Code includes any software program, algorithm, code, routine,
script, test build, logging build, enhancement patch, or documentation that MicroStrategy provides to Customer clearly
designated as Provisional Code. Provisional Code does not include the Products, certified defect patches, or subsequent
releases of Products that are made generally available through Technical Support or licensed separately. Provisional Code is
provided to Customer at no additional charge.

MicroStrategy grants Customer a non-exclusive, terminable license to use the Provisional Code only in support of and in
combination with Customers use of the Products and in accordance with the terms of the license agreement under which the
Products were licensed. If such license agreement is terminated, Customers right to use the Provisional Code will
automatically terminate.

Provisional Code may be experimental in nature, may contain defects, and may not work as intended. Technical Support
Services may not be available for installation and use of Provisional Code. However, MicroStrategy Technical Support
Engineers will use commercially reasonable efforts to answer questions Customer may have about Provisional Code.

PROVISIONAL CODE IS PROVIDED AS IS WITHOUT ANY WARRANTY OF ANY KIND INCLUDING THE WARRANTY OF
MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. EXCEPT FOR A THIRD PARTY CLAIM OF INFRINGEMENT,
MICROSTRATEGY SHALL HAVE NO LIABILITY TO CUSTOMER FOR ANY INDIRECT, INCIDENTAL, SPECIAL, OR
CONSEQUENTIAL DAMAGES OF ANY KIND (INCLUDING LOSS OF REVENUE OR USE), WHETHER IN CONTRACT OR TORT,
RESULTING FROM CUSTOMERS USE OF THE PROVISIONAL CODE, EVEN IF MICROSTRATEGY HAS BEEN ADVISED OF
THE POSSIBILITY OF SUCH DAMAGES. MICROSTRATEGYS LIABILITY SHALL IN NO EVENT EXCEED THE FEES PAID BY
CUSTOMER FOR THE PROVISIONAL CODE.

3.4 PROBLEM IDENTIFICATION
Once the problem has been identified, MicroStrategy Technical Support may provide Customers with one of the following as a
solution to their issue:

Workarounds alternative actions that can be used to complete tasks and provide a solution to limitations in the software.
The case response time guidelines listed above are based on Customers actively working to implement MicroStrategy
Technical Supports suggestions, including workarounds.
Configuration Changes a modification to the Customers MicroStrategy environment settings to resolve the issue. The
changes may relate to MicroStrategy software or any underlying technologies and systems.

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Patches the application of existing patches for MicroStrategy software addressing a critical issue.
Hotfixes minor updates for MicroStrategy software addressing the issue.
Major and Minor Releases and Service Packs upgrades for MicroStrategy software addressing the issue.
At times, defects in third party software may limit the operation of MicroStrategy software. In these cases, Technical Support
will attempt to identify the defective component so that the Customer may seek a defect correction from the third party
vendor. See the Third Party Software section for more details.

3.5 ISSUES THAT REQUIRE CODE CHANGES
Once a case is identified as requiring a code change, the status of the Technical Support case is changed from "Open" to
"Pending Development". This indicates that Technical Support has reported the problem to the Software Development team
and that the Customer has been notified.

Support Liaisons may obtain a status update for their Pending Development cases anytime by contacting MicroStrategy
Technical Support and referencing their case number.

3.6 PROVIDING DATA TO MICROSTRATEGY TECHNICAL SUPPORT
During the course of troubleshooting and researching issues, it may be necessary to provide MicroStrategy Technical Support
personnel with data from your systems (diagnostics, metadata copies, result sets, etc.). For the convenience of our customers,
MicroStrategy provides several methods to transmit this data including, but not limited to, Email, the MicroStrategy Support
Site, the MicroStrategy Download Site and MicroStrategy Health Center.

Unless you are a Restricted Customer (as defined below), it is your responsibility to ensure that you do not provide us with data
that could be considered Protected Health Information (PHI) or any Personally Identifiable Information (PII) in the data set sent
to assist in troubleshooting your case. In no event will MicroStrategy, or any of its affiliates, be liable for any indirect, special,
incidental, consequential, or exemplary damages, whether in contract or tort, or otherwise, if such data is sent to
MicroStrategy. Customers should work with the Technical Support Engineer assigned to their case to coordinate all data
transfers.

Please refer to Section 8 of this document if you are a (a) a customer who shares electronic protected health information
(ePHI) and has an active Business Associate Agreement (BAA) with MicroStrategy; or (b) a customer whose governing
agreement with MicroStrategy requires that you adhere to guidelines of Section 8.

3.7 MicroStrategy Health Center.
MicroStrategy Health Center allows users to prevent, diagnose and fix problems in a MicroStrategy system. It detects known
problems and provides an immediate solution to many of them.

Health Center can email a system administrator if it encounters a problem with the system. In cases where Health Center
cannot fix a problem immediately, it enables users to bundle relevant system information, such as log files, into a diagnostic
package and transmit the package to MicroStrategy Technical Support for review and troubleshooting.

MicroStrategy Health Center can only operate on MicroStrategy 9.0.1 or later.
To configure MicroStrategy Health Center, please see the tech note below:
o TN32554 How to Configure a MicroStrategy Health Center System
To learn more about what common tasks can be carried out, please see the tech note below:
o TN32552 How to use MicroStrategy Health Center Console
For a list of Current MicroStrategy Health Center System Checks, please see the tech note below:
o TN32551 A List of System Checks for MicroStrategy Health Center
MicroStrategy is constantly extending the functionality of Health Center by developing new system checks and
information collectors, and refining existing ones.
To keep the Health Center System up to date, please see the tech note below:
o TN32553 How to keep the Health Center System up to date

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4 PRODUCT UPDATES

4.1 RELEASE TYPES
MicroStrategy provides the following cumulative release types to Customers as updates. These are described below.
A new License Key may be required when upgrading to a newer release of MicroStrategy. Contact your Account Executive or
MicroStrategy Technical Support to request License Keys. Please allow several business days for processing.

4.1.1 Major Release
Major releases (X.y.z) are vehicles for delivering major and minor feature development and enhancements to existing features.
They incorporate all applicable defect corrections made in prior major releases, minor releases, service packs, hotfixes, and
patches. Major releases typically occur two or more years after the prior major release.

4.1.2 Minor Release
Minor releases (x.Y.z) are vehicles for delivering minor feature developments, enhancements to existing features, and defect
corrections. They incorporate all applicable defect corrections made in prior minor releases, service packs, hotfixes, and
patches. Minor releases typically occur one or more years after the prior minor release.

4.1.3 Service Pack
Service packs (x.y.Z) are vehicles for delivering enhancements to existing features and defect corrections. They incorporate all
applicable defect corrections made in prior service packs, hotfixes, and patches. Service packs typically occur four or more
months after the prior service pack release.

4.1.4 Hotfix
Hotfixes (x.y.z hotfix A) are vehicles for delivering critical defect corrections. They incorporate all applicable defect corrections
made in prior hotfixes and patches. Hotfixes typically occur two or more months after the prior hotfix release for the most
recent service pack.

4.1.5 Patches
Patches (x.y.z Hotfix A patch B or x.y.z patch B) are vehicles for critical defects that affect production systems. They are
meant to provide a single correction for a single configuration, so they are not transferable to multiple configurations/systems.
Patches occur on an as-needed basis.


4.2 REQUESTING A PATCH
Customers may request a new patch for a critical issue at any time. However, patches are made available at the discretion of
MicroStrategy based on technical complexity, the Customers business requirements, and schedules.

Once MicroStrategy agrees to create a patch, it is entered into a queue with other scheduled releases. Often times the wait
period required for a patch is longer than the wait period for including the correction in an upcoming service pack or already
scheduled hotfix.

Once a defect is corrected in a generally available release, any Customer who encounters that defect on an older version is
expected to upgrade to that generally available release rather than requesting a patch.

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4.3 SUPPORT EXPIRATION AND PRODUCT LIFE CYCLES
MicroStrategy supports each major and minor release for a minimum of three years from release. However, a major or minor
release will continue to be supported until one year after its successor is made available. Additionally, MicroStrategy will
support service packs for one year after its successor service pack is released. When a release is expired, all of its related service
packs, hotfixes, and patches will also be expired.
Technical Support Services are only available for Products that have not expired per the Product Support Expiration Schedule
posted on the MicroStrategy corporate website.
http://www.microstrategy.com/services-support/support/Expiration/

5 OTHER POLICIES

MicroStrategy Technical Support has outlined the following policies regarding Product Updates, renewal of Technical Support
Services, and Customers with past due invoices.

5.1 RENEWAL OF TECHNICAL SUPPORT SERVICES
Customers are not allowed to renew Technical Support Services on a subset of their licensed MicroStrategy Products. When
Technical Support Services comes due, the Customer has the option to either renew all licensed products or allow Technical
Support Services for all of its licensed products to lapse.

5.2 CUSTOMERS WITH PAST DUE INVOICES
Technical Support Services are discontinued for Customers with past due invoices. Upon receipt of payment for the
appropriate invoices, MicroStrategy reinstates Technical Support Services.

5.3 PHYSICAL DELIVERY OF PRODUCT MANUALS AND CDS
Effective October 1, 2005, Customers are charged a fee when requesting physical delivery of product manuals and CDs.
Requests for physical materials through MicroStrategy Technical Support will be forwarded to the Customer's Account
Executive for processing. Existing Customers that are current on Technical Support Services can continue to download
documentation from the MicroStrategy Technical Support Site (https://resource.microstrategy.com/Support/) and software
products from the MicroStrategy Download Site (https://software.microstrategy.com/Download/) without charge.

6 LIMITATIONS OF SUPPORT

There are some limitations to Technical Support Services including on-site services, support for MicroStrategy Web
customizations and the MicroStrategy Software Development Kit, and third party software support.

6.1 ON-SITE SERVICES
Technical Support Services do not include services, which, in the usual course of MicroStrategys business, are provided to
Customers as consulting services. Such consulting services include, but are not limited to on-site system health analysis,
custom application development and support, data warehouse design, requirements analysis, system performance tuning,
capacity planning, or database design. Technical Support Services do not include on-site services. See the Appendix at the end
of this document for offerings that include on-site support.

6.2 SUPPORT FOR MICROSTRATEGY WEB CUSTOMIZATIONS AND THE MICROSTRATEGY SOFTWARE
DEVELOPMENT KIT
MicroStrategy Technical Support does not develop nor perform code reviews of customized code for Customers, but we will
use our established skills in our software to help Customers identify issues with their own customizations. Support for
MicroStrategy Web customizations and SDK is provided according to the following guidelines:

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Technical Support provides information on the purpose and usage of the API in the MicroStrategy SDK.
Technical Support provides guidance on how to prevent or workaround an error that occurs when using the API.
Technical Support provides guidance on how to approach a customization and provides high-level information how to achieve
certain functionality.
Technical Support does not create code for Customers applications.
Technical Support does not provide exact steps on how to achieve a customization.
Technical Support does not perform code reviews of customizations

Support for MicroStrategy Command Manager user procedures is provided according to the following guidelines:
Technical Support provides information on the purpose and usage of the Command Manager sample outlines and procedures
Technical Support provides guidance on how to approach Command Manager custom procedures and provides high-level
information on how to achieve certain functionality.
Technical Support does not create code for Customers Command Manager custom procedures
Technical Support does not perform code reviews of Command Manager custom procedures

If after providing assistance in accordance with the guidelines above the Customer is still not able to successfully complete the
customization, then Technical Support may refer the Customer to MicroStrategy Consulting to help ensure the success of the
Customers project.

6.3 THIRD PARTY SOFTWARE
The MicroStrategy Business Intelligence System depends on multiple third party components to operate properly. These
components may include, but are not limited to databases, operating systems, firewalls, web browsers, application servers,
web servers, and Java development kits. MicroStrategy Technical Support aids in the deployment of MicroStrategy's platform
with these components, however we do not provide direct support for third party components. It is the Customer's
responsibility to configure those components and ensure other applications function in the desired configuration before calling
MicroStrategy Technical Support for any issue related to MicroStrategy software. Certain third party components provided as
a part of your technical support services may stop functioning if the technical support services are discontinued.

In certain instances, MicroStrategy Technical Support may be available to work with and provide information to the third party
vendors. If a defect in third party software causes MicroStrategy software to perform less optimally, MicroStrategy Technical
Support will identify the third party component so that the Customer may pursue a solution with the correct vendor.

6.4 LICENSING AND COMPLIANCE CASES
Customers may request MicroStrategy software license keys and log questions about their compliance to their license
agreements with MicroStrategy Technical Support.

When a Customer logs a license key request, the MicroStrategy Technical Support team works with Sales Order Processing to
obtain the keys. It may take several business days to process a license key request.

When a Customer logs a compliance case, MicroStrategy first attempts to determine whether the case is caused by an issue
with the product. If the case is in fact an issue with the product, MicroStrategy Technical Support will facilitate resolution
according to the case response guidelines detailed in this document. If it is determined that a compliance case is not caused
by the product but is caused by over deployment, Customers will be asked to contact their Account Executive to realign their
licensing agreement with their deployment.

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7 CLOUD SUPPORT

Cloud Support will follow the same Technical Support processes as described in this document

7.1 SUPPORT LIAISONS
Please refer to section 1.1 of this document, MicroStrategy Technical Support Policies and Procedures.

7.2 LOGGING A CLOUD SUPPORT CASE
To log a Cloud Support case, the designated Support Liaisons may contact MicroStrategy Technical Support via email,
telephone, or by using the Online Case Logging Interface, located on the MicroStrategy Support Site
https://resource.microstrategy.com/support. Only the designated Support Liaisons can log cases with MicroStrategy Technical
Support. Upon logging a case, the Support Liaison will receive a case identification number that should be used for all
communications regarding this issue.

When logging a case, be prepared to provide the following information:

Personal Information

Name

Company and customer site (if different from own company)

Contact information (phone and fax numbers, e-mail address)

Case Details

Configuration information, including MicroStrategy software product(s), version(s), and DSI in which the Products
are installed

Full description of the case containing symptoms, error message(s), steps taken to troubleshoot the case thus far

Log files or other supporting data

Customer system impact

7.3 TYPES OF CLOUD SUPPORT CASES

All Cloud Support cases will be segmented in two different categories:
a. MicroStrategy Product Issues: These issues will be treated as standard Technical Support cases and will follow the
priority and response guidelines outlined in section 3.3 of this document.
b. Cloud Infrastructure Issues: These issues will be escalated to the Cloud Operations team by Technical Support and
will follow the priority and response guidelines outlined in section 7.4 below.

7.4 PRIORITIESAND RESPONSE GUIDELINES

Priority
Level

Escalation Level
Critical
(Immediate Action)
Major

Within 8 Hours
(Same Business Day)
Medium

Within 48 Hours
(2 Business Days)
Low
(As Time & Priorities
Permit)

Definition
Critical component(s) are
degraded or offline and the
production systems are
impacted.
Non-critical component(s) are
degraded or offline and the
production systems are
impacted.
Component(s) are degraded or
offline but the production
systems are NOT impacted.
(e.g. Development, Test &
Support Systems)
Little or no business impact.

Priority Level Examples

Initial
Response
Time

Status Update

VAPP is unavailable.

< 2 Hours

Daily / As
status changes

Reports are not delivered

by Distribution Services

< 2 Hours

Daily / As
status changes

I-Cubes are not

automatically refreshed in
the development system.

< 4 Hours

As status
changes

How frequently snapshots

of the VAPPs are taken?

< 6 Hours

As status
changes

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7.5 Cloud Support Levels

7.5.1 CLOUD STANDARD SUPPORT
Standard Support provides:
Live support during standard business hours: Support Liaisons have access to Technical Support Engineers during normal
business hours as specified for their region in the Contact Information for Technical Support section of this document.
Technical Support Site: Support Liaisons have access to the Technical Support Site (Online Case Logging Interface, Knowledge
Base, Discussion Forums and Download Site) 24 hours a day, seven days a week, including holidays.
Multiple contact methods: Support Liaisons can contact Technical Support via phone, E-mail, fax, and the Online Case
Logging Interface.

7.5.2 CLOUD PLUS
Cloud Plus Support offers all the benefits of Standard Support, plus:
Customer Success Manager: Support Liaisons are provided a Success Manager that acts as an escalation point, responsible for
account overview and regular review of all customer cases. Additionally, all priority one and priority two cases logged with
Technical Support are immediately escalated to the Success Manager.
Regular Status Meeting: The Success Manager manages scheduled conference calls with Support Liaisons to discuss open
cases, review current statuses, facilitate case escalations, and review general project status.

7.5.3 CLOUD COMPLETE
Cloud Complete offers all the benefits of Cloud Plus, plus:
Dedicated team to handle all MicroStrategy request: a Managed Services team to remotely provide administration of cloud BI
System. This includes Privilege and Security Administration, Scheduled Application Maintenance, Object Management
(Migrations) and Configuration Management.
Enhanced Reporting of System Usage: Besides the standard set of system reporting additional usage and monitoring is
provided to get a deeper understanding of over usage
Basic Upgrade Testing/Validation: The dedicated Team will perform basic validation using the pre-built MicroStrategy tools
equivalent to Integrity Manager.

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7.5.4 COMPARISON OF CLOUD OFFERINGS

Standard

Cloud Plus

Cloud
Complete

Benefit/MicroStrategy Responsibility

Prioritized Requests

Privilege and Security Administration

Scheduled Application Maintenance

Monitoring and Analysis

Object Management

Configuration Management

Enhanced Reporting of System Usage

Basic Upgrade Testing/Validation

Administration of all data warehouse services - MCDWS if

applicable

Dedicated team to handle all MicroStrategy request

Dedicated Customer Success Manager

option

option

24x7x365 Software Support

Regular Status Meeting

Basic Reporting of System Usage

Request Tracking

Access To Utility Box

Software Support

24x7x365 Infrastructure Support

Support Liaisons

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8 SUPPORT FOR RESTRICTED CUSTOMERS

The guidelines in this Section 8 pertain to MicroStrategys Health Insurance Portability and Accountability Act (HIPAA)
Customer Support Environment (HCSE) and Cloud Platform 3.0 and are only applicable to Restricted Customers.

8.1 LOGGING A HCSE OR CLOUD PLATFORM 3.0 SUPPORT CASE
To log a HCSE or Cloud Platform 3.0 Support case, the designated Support Liaisons may contact MicroStrategy Technical
Support via telephone or by using the Online Case Logging Interface, located on the MicroStrategy Support Site
https://resource.microstrategy.com/support. Only the designated Support Liaisons can log cases with MicroStrategy Technical
Support. Upon logging a case, the Support Liaison will receive a case identification number that should be used for all
communications regarding this issue.

Support for Restricted Customers will follow similar Technical Support processes as described earlier in this document;
however, there are four limitations specific to Restricted Customers listed below:
1. Restricted Customers will not have a customer folder to upload documents in the regular support environment
2. Restricted Customers will not be able to attach files to support cases
3. Emails to support@microstrategy.com will be stripped of attachments
4. Emails will also be subject to an email filter for ePHI content

Restricted Customers may access the HCSE or Cloud Platform 3.0, as applicable, which contains safeguards for the protection
of protected information. Access to the HCSE and Cloud Platform 3.0 will only occur via Secure FTP.

8.2 TRANSFERRING DATA VIA SECURE FTP TO HCSE OR CLOUD PLATFORM 3.0
Support Liaisons can request a Secure FTP Access account by opening a case with MicroStrategy Technical Support (See
section 3.2). It is the Customers responsibility to notify MicroStrategy of any accounts that should be terminated.
Once the Secure FTP Access account information has been obtained customers may transfer Secure FTP files to
hcse.cloud.microstrategy.com or Transfer.cloud.microstrategy.com, via port 21, using the aforementioned account
credentials.

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9 CONTACT INFORMATION FOR TECHNICAL SUPPORT

Support Liaisons may contact Technical Support in the following ways:

North America:

Asia Pacific:

Email:

support@microstrategy.com

Email:

apsupport@microstrategy.com

Web:

https://resource.microstrategy.com/Support/

Web:

https://resource.microstrategy.com/Support/

Fax:

(703) 842-8709

Fax:

+86 571 8848 0977

Phone: (703) 848-8700

Phone: Asia Pacific (except Australia, Japan and Korea):

Message:(703) 848-8709

+86 571 8526 8067

Hours:

Australia: +61 2 9333 6499

9 a.m. - 7 p.m. EST, M-F except holidays

Japan: +81 3 3511 6740

Europe, the Middle East, and Africa (EMEA)

Korea: +82 2 560 6565

Email:

eurosupp@microstrategy.com

Hours:

Web:

https://resource.microstrategy.com/Support/

Asia Pacific (except Japan and Korea): 8 a.m. - 6 p.m., M-F

Fax:

+44 (0) 208 711 2525

(except holidays)

Phone: Belgium: +32 2792 0436

Japan and Korea: 9 a.m. - 6 p.m., M-F (except holidays).

France: +33 17 099 4737

Germany: +49 22 16501 0609

Latin America:

Ireland: +353 1436 0916

Email:

latamsupport@microstrategy.com

Italy: +39 023626 9668

Web:

https://resource.microstrategy.com/Support/

Poland: +48 22 459 5252

Fax:

+ 55 11 3044 4088

Scandinavia & Finland: +46 8505 20421

Phone: Latin America (except Brazil and Argentina): +54

Spain: +34 91788 9852

11 5222 9360

The Netherlands: +31 20 794 8425

Brazil: +55 11 3054 1010

UK: +44 (0) 208 080 2182

Argentina: 0 800 444 MSTR

International Distributors: +44 (0) 208 080 2183

Hours:

Hours:

Hours: 9 a.m. - 7 p.m. (Buenos Aires), M-F except

UK, Ireland and Portugal:

9 a.m. - 6 p.m.

GMT, M-F except holidays

Mainland Europe except Portugal:

9 a.m. 6 p.m. (Sao Paulo), M-F except holidays

holidays
9 a.m. - 6 p.m.

CET, M-F except holidays

If the Support Liaison is unable to reach MicroStrategy Technical Support by phone during these hours, they have the option
to send an email, fax, log a case via the Online Case Logging Interface, or leave a detailed voice mail. MicroStrategy Technical
Support only actively troubleshoots cases during the regular business hours outlined above except in the event of priority level
one and priority level two production system cases for customers with a subscription to the 24x7 Technical Support option.
Refer to the Appendix for more details on 24x7 services.

Support Liaisons should contact the Support Center in the location where Products were purchased. In the case of Multi-
Continent Support, Support Liaisons should contact the Support Center to which they have been designated.

The individual Technical Support Centers are closed on certain public holidays. In North America, these holidays reflect many
U.S. national holidays. In Europe, Asia Pacific, and Latin America, these holidays reflect the national public holidays in each
country.

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10 CONTACT INFORMATION FOR MAINTENANCE RENEWAL

MicroStrategys Maintenance Renewal Team addresses all questions regarding existing maintenance renewal agreements
with MicroStrategy. Contact the Maintenance Renewal Team in the following ways:

North America:
Email: MicroStrategyMaintenanceRenewal@microstrategy.com
Phone: (703) 848-8700
Fax: (703) 842-8709

Latin America:
Email: MicroStrategyMaintenanceRenewal@microstrategy.com

Europe, the Middle East, and Africa (EMEA)
Please contact your respective country sales office.
You may also contact the EMEA maintenance manager at +44 (0)208 396 0075

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APPENDIX

A. TECHNICAL SUPPORT LEVELS AND FEATURES
MicroStrategy offers five levels of Technical Support to Customers, including Standard, Extended, Priority, Dedicated and Elite
as well as several options that can be added on to any support package. Extended, Priority, Dedicated and Elite Support levels
and all add-on options are sold for a particular Designated System. A Designated System is defined as all projects contained
within a single production MicroStrategy metadata instance.


A.1 STANDARD SUPPORT
Standard Support provides:
Live support during standard business hours: Support Liaisons have access to Technical Support Engineers during normal
business hours as specified for their region in the Contact Information for Technical Support section of this document.
Technical Support Site: Support Liaisons have access to the Technical Support Site (Online Case Logging Interface, Knowledge
Base, Discussion Forums and Download Site) 24 hours a day, seven days a week, including holidays.
Multiple contact methods: Support Liaisons can contact Technical Support via phone, E-mail, fax, and the Online Case
Logging Interface.

A.2 EXTENDED SUPPORT
Extended Support offers all the benefits of Standard Support, plus:
24 X 7 Support: Support Liaisons have emergency access to Technical Support Engineers 24 hours a day, seven days a week,
including holidays. At this time, 24X7 Support is available in English only.


A.3 PRIORITY SUPPORT
Priority Support offers all the benefits of Extended Support, plus:
Assigned Case Manager: Support Liaisons are provided a Case Manager that acts as an escalation point, responsible for
account overview and regular review of all customer cases. Additionally, all priority one and priority two cases logged with
Technical Support are immediately escalated to the Case Manager.
Scheduled conference calls: The Case Manager manages scheduled conference calls with Support Liaisons to discuss open
cases, review current statuses, facilitate case escalations, and review general project status.

A.4 DEDICATED SUPPORT
Dedicated Support offers all the benefits of Standard Support, plus:
Dedicated Support Engineer: Support Liaisons communicate directly with a Dedicated Support Engineer, a MicroStrategy
expert who becomes a remote member of the Customers project team and serves as the dedicated point of contact for all
cases.
Customer application maintained in-house: MicroStrategy hosts a copy of the Customer application in-house for use by the
Dedicated Support Engineer. This speeds resolution times and minimizes customer effort during the case resolution process.
Weekly status reports: MicroStrategy delivers an electronic status report highlighting issue activity over the prior week.
Critical Issue Notification: Dedicated Support Engineer notifies customer of known issues found internally or reported by
other customers that may impact their projects

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A.5 ELITE SUPPORT
Elite Support offers all the benefits of Standard Support, Extended Support, Priority Support and Dedicated Support, plus:
1

Regular on-Site visits : The Premium Support Engineer visits the Customer in order to review project timelines and status and
to address open Technical Support cases
Priority involvement in Beta Programs: Customers receive priority enrollment status in Beta Programs, which speeds rollout
and ensures product stability in your environment.
Prioritized bug and enhancement requests: Customer defects and enhancement requests are prioritized ahead of all other
customers, allowing for more timely resolution and less project impact.

B. COMPARISON OF OFFERINGS
The following table summarizes all services available with each Technical Support offering:

SERVICES

DESCRIPTION

STANDARD

EXTENDED

PRIORITY

DEDICATED

ELITE

The dedicated support engineer visits

Regular On-Site

customer site to review project status

Review Meetings1

and to address open technical support

cases
Customer bug requests are prioritized

Prioritized Bug

ahead of non-Elite level customers'

Requests

requests, allowing for quicker issue

resolution

Priority

Customers receive priority enrollment

Involvement in

status in Beta Programs, which speeds

Beta Programs

customer rollout of future releases

The dedicated support engineer

Prioritized Product
Enhancement
Requests

regularly reviews outstanding

enhancement requests with customer;
these enhancements receive priority
attention from MicroStrategy's
development staff
Customer is assigned a dedicated

Dedicated Support
Engineer

support engineer who acts as a remote

member of the project team and is
directly responsible for working on all
technical support cases

Environment
Replication

MicroStrategy maintains a copy of the

customer's metadata in-house, leading
to quicker issue resolution
Dedicated Support Engineer or Case

Weekly Status
Reports

Manager provides customer with weekly

electronic status reports which cover all
issue activity and the status of all open
cases

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SERVICES

DESCRIPTION

Critical Issue
Notification

STANDARD

EXTENDED

PRIORITY

DEDICATED

ELITE

Dedicated Support Engineer or Case

Manager notifies customer of known

issues found internally or reported by

other customers which may impact their
projects
Customer is assigned a Technical
Support Case Manager who is
Assigned Case

responsible for account overview and

Manager

regular review of all open cases, and is

option

option

option

option

option

option

option

option

option

option

option

option

option

option

available as an any-time escalation point

of contact for critical issues
Customer has regularly scheduled
Recurring Project

conference calls with the dedicated

Status Conference

contact to review and prioritize open

Calls

cases and discuss project plans and new

initiatives

24x7x365 Critical
2

Tech Support

Customers receive 24x7x365 access to

MicroStrategy Technical Support staff
for all critical issues
Customers that have project upgrades

Weekend

scheduled over a weekend have access

Assistance
2

to Technical Support should any critical

issues arise

New Software

Customers receive access to the latest

Releases and

versions of MicroStrategy Software and

Updates

Documentation

Multi-Channel

Customers can contact Technical

Communication

Support by phone, e-mail or online

Customer-
Designated
Support Liaisons
Knowledge Base
Access

Support Liaisons are the individuals

designated by the customer with the
authorization to interface with
MicroStrategy Technical Support
24x7 access to our comprehensive
Knowledge Base, which includes over
8000 Tech Notes
Customers with deployments in multiple

Multi-Continent

geographies may assign their Support

Support

Liaisons to any MicroStrategy Support

center worldwide
Additional
Support Liaisons

Customers may increase the number of

authorized individuals who have direct
access to MicroStrategy Support

The Customer may upgrade their level of support by contacting a Technical Support Manager or their Account Executive.

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The Premium Support Engineer will be available to perform an On-Site Visit semi-annually at no additional cost
to The Customer. The Customer may request additional visits, up to one visit per quarter, but shall be responsible
for reimbursing MicroStrategy for reasonable travel and out-of-pocket expenses incurred in connection with the
additional On-Site Visits.

2
Weekend assistance will be provided for Priority One and Priority Two issues as defined in this document for a
period of 30 days from initial activation by The Customer. Activation must occur during normal business hours.
Available in English only.
3

Customers with deployments in multiple locations may need to have Support Liaisons access different Support
Centers. With Multi-Continent Support, the Customer may assign a Support Liaison to the specific Support
Center that best mirrors the Support Liaisons local business hours. One instance of Multi-continent support must
be purchased for every additional call center that needs to be contacted.

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